The player from Germany had requested account closure due to a gambling addiction, but despite this, he was able to register and deposit €25 at mafiacasino1.com. He was now seeking a refund for this deposit. The Complaints Team had extended the response time for the player to provide additional information but ultimately had to close the complaint due to a lack of communication from him. The player retained the option to reopen the complaint in the future if he chose to engage again.
Mafia Casino - Player's account is reopened despite self-exclusion request.
Closed
Our verdict
Player stopped responding
Amount: €25
Mafia Casino
Safety Index 8.0 HighCase summary
Discussion
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10 months ago
Translation
Hello, I was playing at mafiacasino1.com. I wrote in the chat that my account should be blocked due to gambling addiction. I was then asked to send everything by email, which I did, and received a reply with a link to the gambling addiction. Today I registered at the casino, my account was open, and I was able to deposit, even though I clearly stated in the email that I have a gambling addiction problem. Therefore, I request a refund of the €25 deposit I made today.
Automatic translation:
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10 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mafia Casino. I have checked the responsible gambling policy of the casino and have found the following information:
Self-exclusion request: you can contact Support Service Team via e-mail: support@mafiacasino.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Were you able to reopen your old account, or did you create a new one? What was the exact date when it happened?
- Please specify the first time you contacted the casino support to request self-exclusion.
- Would you be so kind as to forward me the self-exclusion requests that you sent to the casino and their responses? My email address is natalia.b@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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10 months ago
Dear Heiko004,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
